Current customer interaction analytics solutions fail to provide actionable insights or root causes of customer dissatisfaction due to sub-optimal natural language processing technology (speech and text) or prohibitive costs. Customer Interaction Insights (CII) is a Generative AI-powered Voice of Customer solution to identify the root cause of customer dissatisfaction. CII can go through millions of customer conversations from all channels, including Voice calls, agent/bot chats, and reviews, to identify the root cause of customer dissatisfaction. The information is presented using intuitive dashboards with trends and drill-downs

CII is built on Amazon EKS, Amazon Bedrock, and Amazon Open Search Service.